Amazon Prime Video is one of the biggest OTT brands in India right now and it is well known for its wonderful content slate. But is it as good in its customer services?
A user has recently pointed out that Prime Video probably uses AI for its customer services and gives generic responses to the complaints made to the platform.
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A platform of Prime Video’s stature should put more efforts in customer service than just putting AI bots to reply and ignore the issues.
And this is what happens as a fantastic example of when you do NOT implement AI agents or bots in a good intelligent way! Or maybe the customer support human has only one manual @amazon @AmazonHelp @AmitAgarwal @amazonIN somebody pls read the thread pic.twitter.com/YGME15hHMz
— Arjun (@arjunghosh) April 30, 2025
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The subscriber in question was facing an issue where there is no sound coming for the shows that are migrated from AppleTV. It looks like a minor glitch and can possibly be solved very simply with some assistance.
Hey @PrimeVideoIN you have a BIG PROBLEM in your app!
It does NOT HAVE SOUND for all its @AppleTV content which it shows as FREE 1st episode as an option! I mean if if can't hear the episode, what's the use of seeing it? Kindly fix this bug. It's india region @amazonIN#Bugfix— Arjun (@arjunghosh) April 30, 2025
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Since no other user is complaining about the same problem, it is probably not a big deal but still needs to be dealt with carefully by the platform.
But Prime Video resorting to AI agents to generate responses and not paying any heed to the user is a bad sign. And the platform must refrain its customer service employees to do so in future if they want to retain the trust they have created over the years.
